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Another month gone by, another exciting round of product releases to share with the world. This month our highlights feature some significant advances that will expand addressable use cases, raise platform efficiency further, and provide our customers even greater control of their data.

Let’s get into our October Release Notes.

Entity Extraction

So much of customer service is contextual to a specific product, journey, account subscription and so on. At the same time, customer service teams are expected to know virtually everything about the customer’s context.

With the pressure service teams are under, DigitalGenius aims to alleviate the burden by increasing the level of automation leveraging data within customer messages.

How does this work? Entity Extraction is the ability to extract certain information verbatim in data; in our case, a customer query.

For example, take the following message:

With Entity Extraction we can pick out the following information:

In this case, Entity Extraction can be used to extract the flight number, date, time and location. This quickly knocks down the first domino in a series of potential processes, such as filling in fields, verifying the customer, or even executing the request end-to-end by providing the real-time flight status.

Without Entity Extraction, it wouldn’t be possible to enable these processes. Instead, agent input would be required.

Today we can extract Standard Entities, such as names, addresses, flight numbers, dates, etc., and Regular Expressions (Regex) to extract any entity where we know the exact format, such as an order tracking ID.

The ability to recognize and autonomously extract important entities broadens the addressable level of automation, and it also saves valuable time for agents doing manual lookups, copy/paste, etc.

API Token Management

Data and information security is of paramount importance to DigitalGenius and our customers, and in addition to our robust policies and standards (read more here) we’re always looking for ways to give customers maximum control of their Customer Service Automation platform and the data that powers it.

For context, API tokens are used to authenticate any application requiring access to the DigitalGenius Platform via APIs. The API token consists of:

Key and Secret

Set of permissions allowing user access to specific resources

Our API Token Management release enlarges autonomy and control to admins in the following areas:

Full visibility of API tokens

Customized permissions per token

Generate new API tokens with specific permissions

Disable API tokens permanently

Through these improvements we are providing greater control over how the customer’s account can be accessed via APIs, which improves the overall security of the platform, while also enhancing visibility for admins into exactly which users have what access.

We’re always looking for ways to enhance security, simplify the experience and empower our customers - these enhancements are another step in that journey.